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Payroll & Benefits

Customer Service: Responding to the University's Needs

Payroll & Benefits Response System

The Payroll & Benefits Customer Service Center receives between 3,000 - 4,500 requests for assistance every month. In order to meet the demand, Customer Service has implemented a multi-tiered response system. All issues are logged into Service Desk Manager by Tier 1 Customer Service Representatives (CS Reps) and triaged. Requests which do not require research or troubleshooting efforts, are answered by Tier 1 CS Reps. More complex issues are assigned to Tier 2 CS Reps. Tier 2 CS Reps work with the employee or unit to resolve the issues. If needed, a Tier 2 CS Rep will involve management or technical resources to ensure the issue is resolved in a timely manner.

The secondary goal of this system is to provide a single point of entry for all issues coming to the Customer Service. This eliminates a duplication of effort by CS Reps responding to the same issue routed to the Help Desk by different means.

Last Updated: December 5, 2014

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